Release Contacts

The Release Contacts section helps ensure that Callers are constantly working their Contacts and that no overdue callbacks or appointments remain in the queue. More information about the function and benefit of this feature is available in the help text in the right-hand pane of the Release Contacts section within VanillaSoft.

Jump to a specific area of this article by selecting one of the sections here:

 

Remove Contact Ownership

  1. Log in to VanillaSoft as an Admin.
    Log_In_to_VanillaSoft.jpg
  2. Select the desired Project.
    Select_Project.jpg
  3. Open the Workflow/Routing menu, then select the Release Contacts section.
    2022-10-18_12-01-29.jpg
  4. Check the Remove Contact's Ownership checkbox.
    2022-10-18_12-03-47.jpg
  5. Enter the desired number of hours.
    2022-10-18_12-04-48.jpg
    • This number represents contactable hours, which you will configure below. Suppose a Contact has not resulted, and the Contactable Hours timeframe expires for that day. In that case, the timer will pause, only to continue counting once the following available contactable hours timeframe begins.
  6. If desired, check the Change Lead Status to checkbox.
    2022-10-18_12-06-16.jpg
  7. If Change Lead Status to is checked, open the Lead Status drop-down and select the desired Lead Status.
    2022-10-18_12-12-40.jpg
  8. If desired, check the Change Contact Team to checkbox.
    2022-10-18_12-16-00.jpg
  9. If Change Contact Team to is checked, open the Team drop-down and select the desired Team.
    2022-10-18_12-14-56.jpg
  10. Configure the desired Contactable Hours timeframe.
    2022-10-18_12-18-10.jpg
    • This configuration will determine when the number of hours from Step 5 will use as available hours.
  11. Select which Team(s) to apply the configuration.
    2022-10-18_12-25-19.jpg
  12. Once done, click Save
    2022-10-18_12-25-56.jpg

To remove overdue callbacks and appointments, continue to follow the steps below, starting with Step 4.

 

Remove Overdue Callbacks and Appointments

  1. Log in to VanillaSoft as an Admin.
    Log_In_to_VanillaSoft.jpg
  2. Select the desired Project.
    Select_Project.jpg
  3. Open the Workflow/Routing menu, then select the Release Contacts section.
    2022-10-18_12-01-29.jpg
  4. Check the Remove Overdue Callbacks & Appointments checkbox.
    2022-10-18_12-47-58.jpg
  5. Enter the desired number of hours.
    2022-10-18_12-51-22.jpg
    • This number represents calendar hours, which do not pause or follow the Contactable Hours configuration above.
  6. If desired, check the Change Lead Status to checkbox.
    2022-10-18_12-52-02.jpg
  7. If Change Lead Status to is checked, open the Lead Status drop-down and select the desired Lead Status.
    2022-10-18_12-54-22.jpg
  8. If desired, check the Change Contact Team to checkbox.
    2022-10-18_12-57-24.jpg
  9. If Change Contact Team to is checked, open the Team drop-down and select the desired Team.
    2022-10-18_12-58-06.jpg
  10. Select which Team(s) to apply the configuration.
    2022-10-18_12-58-56.jpg
  11. Once done, click Save
    2022-10-18_12-25-56.jpg

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